Digital Transformation Articles

Digital Transformation and the Need for a Better Service Experience

Posted by Sami Kallio
on November 4, 2021

Digital transformation efforts must be built around people and their expectations, not the technological capabilities that are now available. Here Sami Kallio discusses why introducing the right mechanisms and metrics, employing data-driven decision making, and driving the needed cultural change, is so important.

How a “The Customer is Always Right” Strategy Helps to Ensure Digital Transformation Success

Posted by Ian Clayton
on August 19, 2021

If you add Montgomery Ward, Carlos Ritz (yes, from Ritz Carlton Hotels), and Richard Normann (Mr. “Moment of Truth”), then you have the foundation for modern-day service management principles and the basis for digital transformation success.

What Kind of IT Organization Do You Work in?

Posted by Patrick Bolger
on July 27, 2021

How did your IT organization, group, or department fare during the global pandemic? Patrick Bolger’s research identified three distinct groups in terms of performance – where does yours fit?

Digital Transformation Is Not a Chatbot

Posted by Roy Atkinson
on May 11, 2021

Taking the technology-based approach of “Let’s transform by buying a new tool” isn’t digital transformation. To find out what is, and what you need to do, please read this article by Roy Atkinson.

Digital Transformation: A Look at The Future, Examining the Past

Posted by Ruben Franzen
on May 6, 2021

The global pandemic accelerated digital transformation strategies for many organizations. But where do they go next? To help, this article looks at the future of digitally-enabled organizations by examining the past.

Digital Transformation Core Capabilities: Navigational Aids for a VUCA World

Posted by Erin Casteel
on March 23, 2021

What core capabilities and practices do organizations need to digitally transform and evolve in a volatile, uncertain, complex, and ambiguous (VUCA) world?

Culture and Transformation

Posted by Erin Casteel
on February 11, 2021

How can business and IT leaders support the cultural changes that will be needed to increase agility and resilience in the digital age? Here Erin Casteel explores, in her second article of a three-part series.

Why Being Vendor-Neutral Resolves ITSM Tool Implementation Cost Problems

Posted by Mark Twomey
on February 9, 2021

As enterprises consider their IT strategies for the next 12 months, they need to reassess one particular area – how to tackle the excessive ITSM costs that undermine wider digital transformation objectives.

Business Transformation: How Business Leaders See the Impact of 2020 and Their Plans for the Future

Posted by Sumit De
on January 30, 2021

TOPdesk spoke with 500 business and technology leaders as part of its Transforming the Norm survey to understand the business transformation caused by the pandemic and to offer insights into the future of business.

The 5 Hottest ITSM Trends and Topics for 2021

Posted by Sophie Danby
on January 28, 2021

This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.

Why Organizational Integration is Essential to Digital Transformation

Posted by Erin Casteel
on January 19, 2021

Organizations need to focus on digitally enabled business innovation and experiential excellence if they want to remain competitive over the next few years. Get insights here.

The Current State of Enterprise Service Management and Digital Transformation

Posted by Stephen Mann
on January 14, 2021

ITSM.tools has a new Enterprise Service Management and Digital Transformation survey running in conjunction with AXELOS to provide the industry with fresh adoption data, plus guidance and inspiration. Please take the survey :)

41 Pieces of Practical Advice for IT Leaders for 2021

Posted by Sophie Danby
on December 17, 2020

Here, 41 ITSM and IT management industry authorities provide what they believe to be practical advice for IT leaders to help them succeed in 2021 and beyond. The responses are interesting and varied, so please take a look.

ITSM in the New Normal – a Crowdsourced Perspective

Posted by Sophie Danby
on July 9, 2020

So much has changed with the COVID-19 pandemic and it’s important for IT organizations to realize that IT service delivery and support will likely never be the same. With that in mind, here 22 ITSM-ers share their thoughts and opinions on what ITSM will look like in this ‘new normal’.

The 5 Hottest ITSM Trends and Topics for 2020

Posted by Sophie Danby
on January 23, 2020

What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.